Human-Computer Interaction (HCI) in Banking: Users’ Website Usability Experience and Self-Confidence

The Human-Computer Interaction (HCI) technologies have brought about metamorphic changes in the banking system. This study aims to examine the users' website usability experience and self-confidence while using banking website, an integral component to HCI. The banking website usability experience was measured on the aspects such as ease of use, efficiency, learnability, error prevention and recovery, accessibility, assistance and guidance, and transaction flow. The assessment of self-confidence involved measuring the users' trust in website security, their sense of control and autonomy, and their perception of website reliability. Furthermore, the study also examined the relationship between users' usability experience and their level of self-confidence when navigating a banking website. The data from 154 respondents was collected through an online survey. Measures of central tendency and parametric tests were used to analyse and test the study hypotheses. The results showed significant differences in the users’ usability experiences and self-confidence levels in relation to the interaction with banking website. Also, the study confirmed a significant relationship between user usability experience and self-confidence level. These study findings offer valuable insights for the banking industry which may help them in enhancing the users’ interaction and system design for ultimately increasing the users’ engagement.